Support Ticket Process

Here is the process that we follow to resolve your service ticket

Once you contact us for support at [email protected] and several things happen:

1. Automatic Acknowledgment
   You get an automatic acknowledgment that your request has been received and logged.
2. New Service Ticket
   A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal
3. Ticket Processing
   Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
4. Email Response
   You will receive an email directly from a resource as they begin working your request, frequently followed by a phone call to discuss.
5. Automatic Updates
   The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.

Two special requests to you:

1. Responses related to an existing Ticket
   If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
2. New Issues, or responses unrelated to an existing Ticket
   If you have to notify us of an un-related problem, please create a fresh email to [email protected] and do NOT reply to an existing case or ticket email.